Business Service Standards: All Ministries

All Ministries
Service Standards for: Businesses
Customer Service

Core business hours for staff-assisted services will be from at least 8:30 a.m. to 5 p.m., Monday to Friday, unless otherwise posted.
Clients will be served in order and, where appropriate, informed of the expected waiting time and best times to receive speedier service.
Telephone calls will be answered by the third ring during core business hours.
Clients have the option of reaching a person and calls will not be redirected more than once.
All calls will be returned by the next business day.
All written (mail, e-mail, fax) communication will be answered within 15 working days of receipt.
In-person and telephone complaints will be acknowledged within 2 working days, and complaints received by e-mail, mail or fax will be responded to according to the correspondence standard.
Follow up with any required actions will occur within a specific timeframe.
Feedback mechanism for each point of contact.

Accessibility for Ontarians with Disabilities Act